Customer Support Representative for Ecommerce Brands (start ASAP)

Protus Brands is a thriving e-commerce growth company. We specialize in building 7-8 figure brands from the ground up. Right now our focus is on a gifting jewelry store.

We are on the lookout for a FULL TIME Customer Support Specialist to manage our customer interactions via email (Freshdesk) and social media channels, ensuring a positive and engaging customer experience.

**What you’ll experience at Protus Brands:**
– Fully remote work environment
– Being a valued Team member, not just an “employee”
– Efficient workflows, systems, and processes
– Comprehensive training and a supportive structure
– Flexible schedule intra-day (e.g. to allow for errands)

**What you WON’T be doing:**
– Wasting your time and skills on mundane tasks
– Worrying about getting other clients. We offer a 40 hours per week, full time role

**What you WILL be doing:**
– Managing and responding to customer emails promptly and professionally
– Engaging with and responding to comments and messages on our social media channels
– Working closely with our team to ensure a consistent and positive customer experience
– Escalating customer issues to the relevant departments and ensuring timely resolution
– Managing ongoing orders with our fulfilment warehouse via Skype chat
– Managing disputes / chargebacks and communicating with relevant customers

**Skills and Experience:**

– 1 to 3 years of customer support experience in an ecommerce / dropshipping setting
– Used Shopify Platform before. In your job applicant 1st line please write how many years experience you have with Shopify.
– Excellent communication skills, both written and verbal
– Ability to handle multiple tasks and channels (email, social media)
– A collaborative mindset and ability to work well in a team
– Familiarity with customer support software and tools
– A genuine desire to help and engage with customers

Job Specifications:

– Available to work 6 days per week including Saturday and Sunday every week
– 40 hours, full time role. You will be paid a fixed amount , monthly
– Able to work overtime is a bonus and will be looked upon favourably. Write your total hours available when you apply e.g. 50 hours / week
– You must have access to a Facebook account
– You must have reliable, high speed internet connection

**To apply**, please answer the following questions:

1. What is your specific experience in eCommerce customer support?
2. Can you describe a time when you had to handle a high volume of customer inquiries under tight deadlines? How did you manage your time and prioritize tasks?
3. What customer support platforms/tools have you used in the past?
4. How do you handle situations where you don’t have enough information to solve a customer’s problem?
5. Do you have any other commitments that could impact your work availability? (Other work, hobbies, family commitments etc.)

[OPTIONAL]

1. Describe a time where you made an improvement to a process to make it more efficient
2. What does “being proactive” mean to you in a Customer Support Team Member role? Give as much specific detail and examples if possible

**Any submissions without the answers to required questions will be deleted.**